Client Delivery Manager Expert

SAP.com

Office

0004

Full Time

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

About The Team

SAP Enterprise Cloud Services accelerates and simplifies customers’ business transformation by running their SAP ERP Value stack with a world class level of availability, security & resilience on their preferred cloud infrastructure including Hyperscalers, their own data center, and the SAP data center allowing them to turn into cost-effective intelligent enterprises.

The SAP Enterprise Cloud Services portfolio - comprising private managed cloud deployment options for RISE with SAP and full SAP ERP value-adding SAP Cloud Application Services - empowers customers to run a modern, intelligent ERP system in the cloud. We offer customers a scalable and adaptable operating model, resilient best in class technology, and assured IT governance to ensure production availability across the application and infrastructure landscape.

With our functional and technical services customers have the same level of control in a cloud environment as they may know from on-premise. Layering additional SAP Cloud Applications Services packages, customers can focus on innovation for the future with a focus on flexibility and simplification.

We manage customer engagements across Japan, Southeast Asia, India, ANZ, Korea, China, Taiwan and Hong Kong market units.

所属する組織について

SAP Enterprise Cloud Services は、お客様が選択するクラウドインフラ（ハイパースケーラー、自社データセンター、SAP データセンターなど）上で SAP ERP バリュースタックを稼働させることで、世界水準の可用性・セキュリティ・レジリエンスを実現し、ビジネス変革の加速と簡素化を支援します。これにより、お客様はコスト効率に優れたインテリジェント企業への進化を実現できます。

当サービスのポートフォリオには、「RISE with SAP」に対応したプライベートマネージドクラウドの導入オプションに加え、SAP ERP の価値をさらに高める SAP Cloud Application Services が含まれています。これにより、お客様はクラウド上でモダンかつインテリジェントな ERP システムを運用することが可能になります。

私たちは、スケーラブルかつ柔軟な運用モデル、最高水準のレジリエントなテクノロジー、そして確実な It ガバナンスを提供し、アプリケーションおよびインフラ全体にわたる本番環境の安定稼働を支えています。

また、機能面・技術面の両サービスを通じて、お客様はオンプレミス環境と同等のコントロールをクラウド環境でも維持することができます。さらに、SAP Cloud Application Services の追加パッケージを組み合わせることで、将来のイノベーションに注力しながら、柔軟性とシンプルさを重視した運用が可能となります。

現在、私たちは日本、東南アジア、インド、オーストラリア・ニュージーランド（Anz）、韓国、中国、台湾、香港といったマーケットユニットにおいて、お客様とのパートナーシップを推進しています。

Role Description

The Client Delivery Manager (CDM) serves as primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition and Cloud Application Services (CAS). The CDM drives end-to-end customer engagement from signature onwards, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation. The CDM is expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders, and help customers maximize the value of their partnership with SAP

Client Delivery Manager（CDM）は、SAP Enterprise Cloud Services のクラウドサービスをご利用いただいているお客様に対する主要な窓口としての役割を担います。主に、SAP S/4HANAクラウドプライベートエディション、HANAエンタープライズクラウド、S/4HANAクラウド拡張エディション、HANAエンタープライズクラウドアドバンストエディション、そしてクラウドアプリケーションサービスを対象としたサービス提供に携わります。

Cdm は、契約締結後からお客様とのエンゲージメント全体をリードし、オンボーディング、継続的なサービス提供、リリース・保守プロジェクトの立ち上げ、アーキテクチャおよびガバナンスの支援、関係構築、契約更新の推進などを担当します。お客様の満足度を維持・向上させるため、課題解決やエスカレーション対応を行い、信頼関係を構築しながら、Sapとのパートナーシップから最大限の価値を引き出せるよう支援します。

Responsibilities

Client Leadership: Cultivate and implement robust strategic engagement frameworks for major APAC customers, ensuring direct oversight and a concentrated focus on core service delivery. Nurture and sustain high-level collaborative relationships with client executive teams and ECS stakeholders at both regional and global levels to drive exceptional customer satisfaction.
End-to-end ownership for delivery of service: Assume & demonstrate full accountability as the principal orchestrator of the entire service delivery lifecycle. Foster a performance-driven and collaborative environment through active delivery engagement and effective internal stakeholder management—from contract execution through to ongoing support and proactive de-escalation of high-value accounts.
Profitability Management: Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to client’s level of maturity, Safeguarding ECS Revenue, contract renewals & collaborates with sales teams to drive revenue growth through effective cross-selling and up-selling initiatives
Contract Adherence: Understand the customer's business, ECS Technical and contractual aspects of services being delivered. Understands the importance of SAP services to their customer’s business & ensure all service engagements strictly comply with contractual obligations and governance frameworks.
Compliance & Risk Management: Proactively manage operational security risks by ensuring that maintenance activities are executed promptly and compliance reports are transparently communicated. Mitigate potential risks through timely escalation resolutions and systematic root cause analyses, thereby maintaining robust risk governanc
Continuous Improvement and Communication: Create a culture of pro-active problem management, continually improve the effectiveness and efficiency of services delivered to customer showcasing the value delivered. Maintain clear, structured communication with stakeholders through regular governance meetings and escalation protocols thereby ensuring transparent collaboration across internal ECS teams for effective service delivery
クライアントリーダーシップお客様との戦略的な関係構築を通じて、提供サービスの本質にフォーカスしたエンゲージメントを推進します。主要なステークホルダーとの信頼関係を構築・維持します。
サービス提供のエンドツーエンド責任サービス全体の提供に対する責任者として、パフォーマンスと協業の文化を醸成し、社内外の関係者との連携を通じて円滑なデリバリーを実現します。
収益性の管理アカウントのコストを積極的に管理し、お客様のビジネスニーズを理解した上で、成熟度に応じた革新的なソリューションを提案します。ECSの収益保護や契約更新も含まれます。
契約遵守お客様のビジネス、ECSの技術的・契約的側面を深く理解し、SAPサービスがビジネスにとっていかに重要であるかを把握した上で、適切なサービス提供を行います。
コンプライアンスおよびリスク管理運用上のセキュリティリスクを積極的に管理し、保守作業の迅速な対応、コンプライアンスレポートの共有、リスクレターの解消などを通じてリスクを最小化します。
継続的な改善とコミュニケーションプロアクティブな課題管理の文化を醸成し、サービスの効果と効率を継続的に改善します。

Education And Skills

Required Skills

Over 12+ years of experience in managing and delivering SAP consulting or support projects, consistently operating in customer-facing roles.
Over 5+ years of expertise in project management, overseeing service delivery for large-scale, high-risk, and strategic projects/programs within SAP Enterprise Cloud /On-Premises solutions for enterprise clients and IT consulting firms
Minimum 2 years of customer facing experience with senior stakeholders like CXOs/General Manager/Vice Presidents etc.
Understanding of SAP’s cloud ERP business offerings (ex. Cloud ERP Private a.k.a RISE with SAP)
Hands-on experience of SAP Basis and/or certified in at least one major Hyperscaler platform (AWS, Azure, or GCP) – technology infrastructure related certifications.
Good understanding of SAP cloud migration process with basic understanding of network design, High Availability and Disaster Recovery setup, integrations etc.
Excellent understanding in managing delivery of cloud operations for large accounts.
Native level presentation and communication skills in Japanese, ability to switch communication styles for technical and non-technical audiences with confidence, including management level at customers
Excellent skills in English.
High competency in multi-tasking and ability to manage multiple engagements in parallel.
Pro-active, problem-solving, "can-do" attitude and “customer first” mindset.
Strong and proven engagement management, relationship building and de-escalation skills
Exceptional leadership, organizational and interpersonal skills; ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior executive management, clients, peers and team members.

Preferred Skills

SAP Basis/HANA or any of the Hyperscaler (AWS, Azure, or GCP) certifications
Certification in Project Management e.g. PMP, etc.
Certification in standards and methodologies for SAP IT operations (e.g. SAP ITIL V4 Foundation or Expert Level, etc.)
Fundamental knowledge or formal training in managing IT-enabled services within digital and highly automated environments, such as High-Velocity IT (HVIT).

必須スキル

SAPのコンサルティングまたはサポートプロジェクトにおいて、顧客対応の役割で12年以上の経験があること
SAPエンタープライズクラウドやオンプレミスソリューションにおける、大規模・高リスク・戦略的なプロジェクト／プログラムのサービス提供を監督するプロジェクト管理の経験が5年以上あること
CXO、ゼネラルマネージャー、ヴァイスプレジデントなどの上級ステークホルダーとの顧客対応経験が2年以上あること
SAPのクラウドERP製品（例：Cloud ERP Private、通称RISE with SAP）に関する理解
SAP Basisの実務経験、または主要なハイパースケーラー（AWS、Azure、GCP）のいずれかの認定資格を保有していること
SAPクラウド移行プロセスに関する十分な理解、およびネットワーク設計、可用性・災害復旧（HA/DR）構成、統合などの基本的な理解
大規模アカウントにおけるクラウド運用の提供管理に関する優れた理解
日本語でのネイティブレベルのプレゼンテーションおよびコミュニケーション能力
英語での優れたコミュニケーション能力
複数の業務を並行して管理できる高いマルチタスク能力
積極的で問題解決志向、「Can Do」「Customer First」のマインドセット
卓越したリーダーシップ、組織運営力、対人スキル、異なる専門分野や技術レベルの人々と円滑に協働できる能力、経営層、顧客、同僚、チームメンバーに対して、明確・簡潔・丁寧なコミュニケーションができる能力

歓迎スキル

SAP Basis/HANA、またはハイパースケーラー（AWS、Azure、GCP）の認定資格
プロジェクト管理に関する認定資格（例：PMPなど）
SAP IT運用に関する標準・手法の認定資格（例：SAP ITIL V4 FoundationまたはExpertレベルなど）
デジタルかつ高度に自動化された環境におけるITサービス管理に関する基礎知識または正式なトレーニング（例：High-Velocity IT（HVIT）など

#Sapecscareers

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Eoe Aa M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.